Earlier this year, as organizations around the world adapted to new remote working environments, Nexthink released a library pack to support IT teams through this transition. The Remote Worker Experience pack introduced a multitude of new dashboards, remote actions, investigations, metrics and Engage campaigns. All with a single objective: monitor, manage and improve the current remote working landscape.

In this new series of Now on Now blogs, we share how we use ServiceNow products internally to transform our operations and create great experiences. We hope our stories story will inspire you--our customers and partners--to achieve even greater business value and resiliency from the Now Platform®. For more on Now on Now, visit the Now on Now Book of Knowledge.

In the middle of March this year, Microsoft reported that the number of daily Teams users jumped by about 37% in just one week in response to many organizations shifting their workforce to work from home. Your organization may have been part of that jump. The initial desire was to facilitate an ability for employees that normally working in the same office to continue to collaborate and meet remotely. Teams helped you accomplish that.

For companies of all sizes, the struggle to understand and improve digital employee experience (DEX) is nothing new. What is new, however, is the working landscape we’ve all been navigating since the pandemic—where remote work has become the norm, and where the employee experience has become almost exclusively digital. As a result, businesses have implemented significant strategic changes over the past several months.

As the COVID-19 pandemic sweeps the world, the need has arisen for workers everywhere to adopt remote working practices wherever possible. Remote working presents many opportunities for both businesses and individuals to make better use of their time and enjoy a more streamlined approach to task delegation. Through the use of specialized software, such goals can be achieved without demanding more of individual team members or managers.

One benefit of the lockdown triggered by the coronavirus epidemic has been a renewed enthusiasm for working at home. Forced to let millions of employees work from home to avoid contagion, companies that had been hesitant about taking this step have concluded they can benefit from moving to a remote workforce.

ITIL has established itself as the gold standard of guidelines for service management over the years. And with so many employees working remotely this year as a result of the COVID-19 pandemic, the best practices and guiding principles of ITIL 4 are arguably more applicable than ever. The sudden shift to remote work for many organizations has forced teams to increasingly rely on technology and find new ways to convey important messages.

Over the summer, we surveyed nearly 400 IT professionals regarding their use of enterprise service management in their organizations. This post highlights some of the survey's key findings, including: For many organizations, this preparation has paid off, with 61% of IT professionals claiming that they are consistently providing the same level of service working remotely, and 47% claiming that their quality of user experience has not suffered because of remote work.